Three Important Factors for Investing in Five9 Stock Despite a 49% Yearly Drop
Written by Emily J. Thompson, Senior Investment Analyst
Updated: Dec 10 2025
0mins
Should l Buy CRM?
Source: NASDAQ.COM
Stock Performance: Five9 (FIVN) shares have dropped 49.1% over the past year, underperforming the tech sector and facing challenges from a tough macroeconomic environment and business transitions, despite a projected revenue increase for 2025.
AI Demand and Growth: The company is poised to benefit from rising demand for AI-powered customer experience solutions, with significant growth in enterprise AI revenue and bookings, supported by strategic partnerships with ServiceNow, Salesforce, and Alphabet.
Valuation and Earnings Outlook: FIVN shares are currently attractively valued with a forward P/E ratio of 17.85, lower than industry averages, and earnings estimates for 2025 indicate a positive growth trajectory, suggesting a favorable entry point for investors.
Long-term Investment Potential: Despite recent underperformance, Five9's strengthening fundamentals, competitive advantages in AI integration, and improving profitability position it well for long-term growth, earning a Zacks Rank #2 (Buy) for potential investors.
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Analyst Views on CRM
Wall Street analysts forecast CRM stock price to rise
39 Analyst Rating
29 Buy
9 Hold
1 Sell
Moderate Buy
Current: 186.240
Low
223.00
Averages
326.40
High
405.00
Current: 186.240
Low
223.00
Averages
326.40
High
405.00
About CRM
Salesforce, Inc. is a customer relationship management (CRM) technology company. Its artificial intelligence (AI) powered Agentforce 360 Platform offers sales, service, marketing, commerce, collaboration, data management, integration, analytics, and information technology (IT) service solutions. It enables customers to build and deploy digital labor for employees and customers, leveraging autonomous AI agents across business functions. Its service offerings include Agentforce Sales, Agentforce Service, Agentforce 360 Platform, Slack and Others. The Agentforce Sales provides sales capabilities and tools built for organizations across prospecting, sales engagement, team collaboration, sales analytics and AI, sales programs, sales performance, partner management, and revenue and orders. The Agentforce Service provides field service solutions that enable companies to connect service agents, dispatchers and mobile employees through platform to schedule, dispatch and manage jobs.
About the author
Emily J. Thompson
Emily J. Thompson, a Chartered Financial Analyst (CFA) with 12 years in investment research, graduated with honors from the Wharton School. Specializing in industrial and technology stocks, she provides in-depth analysis for Intellectia’s earnings and market brief reports.
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- Technical Analysis Tool: Comparing the current share price to the 200-day moving average can provide valuable insights for investors, aiding them in making more informed investment decisions based on market trends.
- ETF Trading Mechanism: Exchange-traded funds (ETFs) trade like stocks, where investors are buying and selling 'units' that can be created or destroyed based on investor demand, impacting liquidity and market performance.
- Inflows and Outflows Monitoring: Weekly monitoring of changes in shares outstanding helps identify ETFs experiencing notable inflows (new units created) or outflows (old units destroyed), assessing their potential impact on underlying assets.
See More
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- Market Sentiment Decline: Despite overall market stability, software stocks faced a severe downturn in Q1 2026, with the iShares Expanded Tech-Software Sector ETF (IGV) dropping over 24%, marking the worst quarterly performance since the 2008 financial crisis and indicating a valuation reassessment across the industry.
- Big Players Hit Hard: Major companies like Salesforce (CRM) and ServiceNow (NOW) saw declines exceeding 30% in Q1, while Workday plummeted nearly 40%, illustrating that even established firms are not immune to market pressures, leading to capital shifting towards energy and AI chip stocks.
- Impact of AI Technology: The emergence of advanced AI agents such as Anthropic's Claude Cowork and OpenClaw raises concerns about diminishing demand for traditional enterprise software, prompting software companies to invest heavily in AI infrastructure; however, tightening profit margins are causing investor skepticism regarding near-term returns.
- Diverging Analyst Opinions: Despite bearish market sentiment, Dan Ives from Wedbush Securities argues that the decline in software stocks is excessive, asserting that AI will drive increased spending in the enterprise software market, suggesting that the current downturn may present a buying opportunity.
See More
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- High-Frequency Trading Insight: Within Salesforce, the $180 strike put option has seen 34,250 contracts traded today, representing about 3.4 million shares, reflecting investor expectations of potential price declines that could impact stock volatility.
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See More
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- Structural Competitive Advantage: BTIG analysts noted that Slackbot provides Salesforce with a structural competitive advantage, redefining every app within its customer relationship management platform, with Slack emerging as the new engagement layer that enhances user experience.
- Integrated Functional Innovations: Slackbot integrates enterprise search and utilizes Model Context Protocol to connect with third-party agents like Anthropic's Claude and OpenAI's ChatGPT, streamlining task management and customer record updates, thereby improving operational efficiency.
- Optimistic Market Outlook: BTIG anticipates that with the rollout of Slackbot and upcoming feature releases, Salesforce's organic revenue growth is expected to reaccelerate, leading to an optimistic outlook for its future performance, with a price target set at $255.
See More
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- Poor User Experience: According to the Qualtrics 2026 Customer Experience Trends Report, nearly one in five consumers reported no benefits from using AI for customer service, a failure rate almost four times higher than general AI use, indicating significant barriers in AI's application in customer service.
- Corporate Motivation Issues: Ben Wiener from Cognizant highlights that AI does not change corporate incentives but amplifies existing cost-cutting strategies, resulting in a customer service experience that fails to improve and often frustrates customers.
- Limitations of Automation: Research shows many conversations with AI still escalate to human agents, and when AI cannot resolve issues or clearly explain decisions, customers often perceive it as an additional barrier rather than a solution.
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See More
